Complaints
This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10,681 total complaints in the last 3 years.
- 3,508 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I spent one thousand dollars on a security system for my business. Being told this is the best system. I had it installed 8/18. You will see that on 8/19 the system stopped working. No one told me that the wait times on the phones were up to an hour long. How does that work when you need technical support on the equipment meant to protect your business ? They told me to re boot it with someone on the phone. I had to wait over hours for someone to say we need to send out a technician. A two minute conversation for a two hour wait. Again while Im opening a business. I had an appointment for the technician to come and fix it, and move it as the first guy didnt listen to where I wanted it. Regardless my system has not been able to arm since the day it was installed. Thats scary. Im in a bad location and really relied on you guys for safety. No one came on 9/6- I was told it would be from 8-9 I called someone said its **** and no one showed up by 12:15 so i had to cancel. I made another appointment for today. Same thing NO ONE F****** SHOWED UP. This is A BUSINESS UNDER RENOVATIONS we cannot afford this !!!!! You charge so much for what? No technical support and your technicians dont even show up ? I need a refund or some money back or some kind of solution because this is crazy for a security system to act like this. Really scary and unsettling. I have one messily lock on my door. You installed six sensors that dont work. this is horrible business practice. Ten hours of my business operations now have been on hold waiting for an appointment that never came. Thats a lot of money lost guys. Money you should pay me for F****** buying this s***
Business Response
Date: 10/09/2022
We regret any inconvenience or frustration the customer experienced.
We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.Upon review of the account, on 09/06/2022, ADT arrived at the location at 8am & there was no access at the business. On 09/08/2022, ADT arrived at 8am & there was no access at the business. We were able to complete the service on 09/28/2022.
As a gesture of goodwill, we have issued a month of credit.
Initial Complaint
Date:09/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Blue by ADT security company is trying to force me to continue paying a ***************************************************************************** my home. I tried to cancel and return their property within two weeks of receiving one doorbell camera, one outdoor camera, a chime, and hub. However, only one camera and *** would work on the property. I have constantly called about this product and service, they convenience me to work with them until the issue was solved so I did. After seven or more exchanges and numerous calls regarding the system, I told them that I could no longer work with them because my security was at stake. At that time, they ask me what will I do for security, and I told them that I would try another company. Then they begin threatening me with early termination fees after they had prolonged my cancellation. They also refuse to send me a return label in an attempt to force me into keeping a product that never served its intended purpose which was my security, and they still expected me to continue paying $48.53 for 36 months without any security service rendered to my dwelling. However, it so happens that I had a return label from the multiple returns prior to the last incident with the cameras so I used it to send every peace of their merchandise back to them. I also email them a written cancellation notice after the verbal one with them by phone. After that attempt, they replied stating that they didn't handle those issues and would not direct me to who did handle them. Meanwhile, they have altered my account so I can't retrieve the account number or open the contracts they continue to send. When I try to use my pass word and pin it prompts me that I am offline while still bombarding me with contracts requesting my written signature, coupled with monthly bills. This act alone lets me know that there is something illegal taking place within this company. please help before they make an attempt to affect my credit. Thank youCustomer Answer
Date: 10/13/2022
This company should be put out of business for their bad business practices. I have called customer service and support numerous times for problems with their products. The product never worked properly in my residence from the time I received them through the mail. All the items they sent me have been sent back and changed out several times. I tried to cancel the agreement with them before the grace ****** expired, but they said they would work with me until the problem was resolved or I could cancel. They sent me several different cameras and the same problems persisted. I had to call them almost every other day because the product would not work over a day or two. I spent more time calling them than the product worked. After they changed out every part of the system so many times, I told them I could not continue working with them because my safety was at risk and I was not going to continue paying for services not rendered, and they asked what will I do about security, I told them I was forced to go to another company for security. I returned all their merchandise, call to cancel and they have been bombarding me with bills, threatening early termination notices, and contracts to sign until this day, trying to force me to continue paying them for 36 months without security services, or a sign contract.Business Response
Date: 11/03/2022
We regret any inconvenience or frustration the customer experienced.
We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.The customer cancelled outside of the 30 Day Cancellation period; therefore, the early termination fees are valid.
Customer Answer
Date: 11/03/2022
Complaint: 17915479
I am rejecting this response because: I refuse to honor this decision based on the fact that I tried to cancel the service within the cancellation period because this product nor its replacement parts never worked. This company did not honor its promise to cancel if I allowed them the opportunity to resolve the issue by exchanging its parts, However, the entire system was changed but the problem persisted, faulty or no service at all. After numerous calls about the none working system and many sent and returned parts that took time, I decided to cancel once again. They tried to force me into keeping the system by refusing me a return shipping label, and threatening me with early termination fees for a none functional product.I returned all their product anyway. In-tern this company is trying to force me to continue paying them for a product and service 36 months without any security service being rendered. I am requesting an original copy of my contract with Blue by ADT, plus a refund for all the payments paid during this process.
Sincerely,
***************************************Business Response
Date: 11/21/2022
The account was already cancelled a while back for non-payment. Due to the number calls we did receive from the customer documenting the system issues and the number of replacement devices we did send the customer, we have agreed to waive the past due and the early termination fees. We have attempted to call and email the customer.Customer Answer
Date: 11/21/2022
Complaint: 17915479
I am rejecting this response because:I have not receive a refund for the money paid to this company for security services not rendered, nor was I assured that my credit would not be impacted due to this issue. Thank you
Sincerely,
***************************************Business Response
Date: 12/27/2022
A refund has not been offered.
As a previously stated, we agreed to waive past due balance + early termination fees incurred.
Customer Answer
Date: 12/27/2022
Complaint: 17915479
I am rejecting this response because:
Sincerely,
***************************************Initial Complaint
Date:09/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My house had electrical problems from a lightening storm and the alarm system was fried. I was traveling and never received any type of notification that my system was offline for TWO WEEKS! I called to troubleshoot- unsuccessful. I called to make an appointment for a tech to come look at the system- no one showed up and when we called and waited on hold for over an hour they said it was a "virutal appointment". Nowhere on the account was it ever virtual and I NEVER made a virtual appointment since it was obvious I needed a HUMAN based on unsuccessful troubleshooting over the phone. I had taken off work to wait for a tech that never showed for three hours. They said they would come first thing the next morning (9am) and they were two hours late- again, loss of income from work. The tech said we needed a whole new system and I should call and speak to someone. After being on hold again for over an hour was able to speak to someone regarding a new system- triple the price of any system. After the poor customer service, unable to speak to humans in a timely manner, etc, I decided to cancel my contract with ADT. Being that I was a year in, I would have to still pay for the remaining months. HOWEVER, since there was no FUNCTIONING SYSTEM how would I be able to continue my contract? I would need to invest another $1500 into a company where I have horrible customer service? No thank you. After hours and hours of being on hold over multiple days (I have documentation), and being transferred to MULTIPLE departments, I was able to cancel and was told a price of $862. I received a bill for $1141.92. Again, I had to call and wait and be transferred so many times- over two hours on one day (and yes I have documentation). ADT is HORRIFIC when it comes to customer service and that is sad as I'm in a new development with lots of people looking to protect their home.Business Response
Date: 10/05/2022
We regret any inconvenience or frustration the customer experienced.
We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.ADT has discounted the contract termination charges paid.
Initial Complaint
Date:09/08/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a happy customer of ********************** for 3 out of the 5 years I have had their service. I've never missed a bill. Issues began creeping up in the last 2 years that became chronic that ultimately resulted in no resolution. I began experiencing issues with my service when I was receiving error messages that needed to be resolved through a technician or through one of their tutorials in which I corrected the issue. It was frustrating due to the amount of times I had to do this. Finally around 6 months ago a customer service rep suggested I get my system replaced, free of charge if the problems persist. The problems persisted with more technicians visiting, but once again, the issues continued to come back. They replaced the key pad, the signal (through ********* the sensors (all through ADT technicians) all of which were unfortunately only temporary fixes. Finally I asked to have the system replaced as this became too problematic. Keep in mind this was their suggestion months prior. Their solution - to upsell me a better unit for a higher monthly cost. Feeling that is improper customer service and feeling unsatisfied again I called to speak with their ************** which told me that was a "horrible solution" and they profusely apologized and promised to contact my local branch and that I would hear from them in 2 weeks. 4 weeks went by and and I spoke to another customer service rep who said she would email my local branch. 4 weeks go by and no call. I call back and speak with their ************** and am told they in fact contacted me, even though I received no correspondence from them. Dumbfounded after all this time they said they contacted me which was a flat out lie, otherwise why I am calling them to begin with? This rep tells me he would upsell me a new unit -- which is unacceptable -- or that I needed to get a landline -- also unacceptable as it costs me more money. I want what was promised, a new unit or mine fixed, or simply cancel my contract free of charge.Business Response
Date: 10/05/2022
We regret any inconvenience or frustration the customer experienced.
We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.ADT has provided the ************ to the consumer, both of which they have declined. We will be willing to cancel without penalty.
Customer Answer
Date: 10/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I would like my account cancelled as of today without penalty. I would like ADT to inform me as soon as this step has been completed.
Sincerely,
*********************Initial Complaint
Date:09/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello- I contacted ADT security systems about my questions for a possible security system. They came out Aug 28, 2022 and the technician installed a security system that I inquired about and wished that it was a simple security system. I called with less than 48 hours and they told me that I had to have a virtual technician before I could take my alarm system out as it was not working. The technician had problems when he was here with some of the cameras and still told me that it was not there issue it seemed fine and was probably my internet. He stated you have 6 months to return everything or if you have problems. So i had problems with the cameras and the system and I called just a few days out. They told me that I still had 6 months, and it was probably my internet so I had to have them come out and look at my internet. I did have them physically come out and it was not my internet. I then was on hold for multiple hours and wanted to have my system taken out and they told me that I had to have returned and called with in 3 days. I told them that I did and I didn't know what to do about it and they stated my ************ were to cancel and have to pay almost ****+ or schedule a technician to come out and review what is going on. I told them that I had already had a virtual visit with a technician and they didn't call at the correct time. I proceeded to explain to them that I was unhappy with the service and had followed the correct chain of command that they have told me to do. I then asked for them to please transfer me to a supervisor and he told me that there was nothing they could do after I had been on hold for 4 hours and was no completely unhappy with ADT and I had called and try to return the products with in 3 days. The supervisor told me that i was to not accept the phone call at that time I should of told them I wanted to cancel at that time. I then told them that I was following what they told me and the system was not working. Please help.Business Response
Date: 10/05/2022
We regret any inconvenience or frustration the customer experienced.
We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.ADT has made attempts to reach the customer to discuss complaint; to no avail.
Customer Answer
Date: 10/07/2022
Complaint: 17932125
I am rejecting this response because: I called them several times about the matter and have tried to follow all of their rules of cancelling and they are rude and keep telling me that I didn't call with in the 3 day time window to cancel and I did. Then they tell me that I didn't ask to be cancelled- and I did. They are refusing to let me stop my service. I did not give them access to my payment this month and they took it out of my checking account so now I have to dispute this. they have treated me awful- with hours and hours and hours on hold. I have asked to talk to corporate and they told me no. I asked to hear the recordings from the phone conversations that they stated " I never asked" when I did. They told me that I would have to get a subpoena from a judge in order to get to listen to my recording when I called to prove that I called day 2 after installed.They don't reach out-- never. I feel threatened and bullied my them and in fear of calling because they are not helping matters. I am so upset with this and it has caused a lot of emotional disturbances to my wellbeing and I don't feel safe with this company and it is suppose to be a security system. I have heard from several people about the nightmare that have gone through and I don't know what to do with them. I did file a dispute with the attorney general, but have not heard back in *********. Will someone please help me that is why I am reaching out.
Sincerely,
*************************Business Response
Date: 10/30/2022
We reviewed the account and found no information where a technician has been onsite to service the equipment. The customer will need to contact ********************** to schedule a service call appointment to have system issues resolved.Customer Answer
Date: 11/02/2022
Complaint: 17932125
I am rejecting this response because:
I told than that I wanted to cancel 2 days after they installed it, but they would not listen to me. They are refusing to cancel and I have called and worked with them for a long time. I have been left on hold for hours and have been told that they will not release any phone records as I know that I talked to them the first day and told them that I wanted to cancel. They told me I would have to go to court and get a supenona fin order to have them review what I stated is correct. I have tried emailing them, calling them, and the information that they provide to you is to just keep feeding me along. I specifically asked for this to be cancelled with in the time frame and they are unwilling to work with me. The company has made me feel unsafe, scared to use them as any type of company, and I feel hassarred and bullied. That is why I am filing the complaint with the BBB and I have also filed one with my local attorney generals office.Thanks so much for working on this matter, but this is not how this is going. Please read all of my previous emails about the company.
Sincerely,
*************************Business Response
Date: 11/29/2022
The customer did not cancel within the 3 Day Right to Rescind & therefore, the contract is valid.
Initial Complaint
Date:09/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a customer of ********************** for almost three years now. I wish I never chose this company. They have the worst customer service I have ever experienced. Anytime you need assistance you are on hold more than you speak to someone. A rep will pickup the phone and then transfers you again and again..you are transferred at least 5x before someone actually attempts to help you..then they do not even take care the issue after claiming it is resolved. I have spent hours on hold, being transferred several times trying to cancel my services. I thought they had actually taken care of it.. I decided to call a few weeks later just to confirm because it was such a weird interaction - turns out they only noted my account never actually cancelled my services. I will never use this company again or recommend it. I may have resort to just blocking their payment from pulling out of my bank account. I am not sure what else to do at this point.Business Response
Date: 10/05/2022
We regret any inconvenience or frustration the customer experienced.
We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.ADT has confirmed that the customer's account is closed.
Initial Complaint
Date:09/07/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I moved out on August 31 and was told I must pay another month. Why should I pay if there was no service.I will never use ADT again. Not only are they the mostexpensive but never needed their service. Thank goodness.But why do they charge another $100 and provide no service. It's just a money grab@Business Response
Date: 10/05/2022
We regret any inconvenience or frustration the customer experienced.
We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.ADT has confirmed that the account has been closed effective 09/25; per the contract terms.
Customer Answer
Date: 10/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:09/07/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In Feb 2022, my ADT camera would not connect 10 times. ADT came out and a few days later the cameras would not connect 14 more times. This pattern revealed itself 11 times in Mar 2022, 10 times in Apr 2022, 3 times in May, 10 times in June, 8 times in Jul and 3 times in Aug all in 2022. Apparently I am paying $70 per month for the ADT system not to work. Additionally, a repair tech said I had bad bricks on my home preventing my cameras from connecting. All 3 camera have problem connecting since install Nov 2021. This is without a doubt the worse ADT customer experience I have had since my ********************** experience in *********, **. ****** ADT service is worse than terrible, garbage. I got strung along for 6 months while ADT tried to fix the cameras. I have all types of wifi extenders and still have problem. How is this acceptable when the ******** Brothers commercial make everything appear to work fine. Seems like false advertising. Money is not an issue...why can't the system just work...since this is what I am paying for. Frustrated!!!!!!!!Business Response
Date: 10/05/2022
We regret any inconvenience or frustration the customer experienced.
We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.ADT has processed a refund back to the customer for the cost of the camera equipment.
Customer Answer
Date: 10/08/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:09/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have been trying to get our doorbell in working order for over 8 weeks. I am a female with small children frequently home alone and this was the sole reason for acquiring services. 3 technicians have come out to fix said problem but have been unsuccessful even after installing new equipment. We were told we had a warranty so all repairs were covered. They said we have to pay more to fix the issue although it is not our fault their equipment has failed.Business Response
Date: 10/05/2022
We regret any inconvenience or frustration the customer experienced.
We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.ADT resolved the doorbell with a service call
Initial Complaint
Date:09/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
ADT was retained to install security system and activate all security equipment at my premises. The installation charge was to be free and the monthly was to be 45 a month for 2 years. Approximately 2 weeks after signing the contract, ADT showed up and was unable to activate the equipment necessary at the premises. They are now asking for me to pay an additional ***** dollars to activate necessary equipment. I told them I am no longer interested and that I would like to cancel our agreement given the change in terms that has occurred. The bargained for exchange is not what we are actually getting or paying. They are now asking me to pay 75% of the 2 year contract in order to cancel which is unconscionable given the circumstance.Business Response
Date: 10/05/2022
We regret any inconvenience or frustration the customer experienced.
We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.ADT has backdated & released the customer from contract. A refund has been processed.
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